Store Policy

Production and delivery estimates

Every item is made to order. Available shipping methods and estimated delivery windows are calculated for your full cart and destination before payment. Estimates are not guarantees and can change because of production volume, customs processing, severe weather, or carrier delays.

Where we ship

The country selector at checkout shows the destinations currently available. We may temporarily pause shipping to a country or region when fulfillment, carrier service, or regulatory requirements make reliable delivery unavailable.

Shipping addresses

Please check the recipient name, street address, postal code, and country before continuing to payment. Contact us immediately if something is wrong. We can only change an address while the Printful order remains editable.

When a package is returned because an address was incorrect, incomplete, refused, or unclaimed, we will contact you. If reshipment is still available, the customer is responsible for the additional shipping charge when the return was caused by the address or failure to claim the package. Returned packages are only held for a limited time, so please respond promptly.

Delayed or lost packages

If tracking has stopped moving and the estimated delivery date has passed, reply to your order email within 30 days of that estimated date. We will review the tracking history and, when appropriate, open a claim with Printful.

If tracking says delivered, first check with household members, neighbors, the carrier, and the local post office. Printful does not normally cover packages marked delivered, but we will review the circumstances and decide whether a courtesy resolution is appropriate.

Made-to-order products

Each item is produced specifically for your order. Except where required by law, we do not accept returns, refunds, or exchanges because you changed your mind or selected the wrong size or color. Review the variant name, product details, and available size guidance before ordering.

Damaged, defective, misprinted, or incorrect items

Contact us within 30 days of receiving the product if it arrives damaged or defective, has a production misprint, or is the wrong item. Include your order number, a description of the problem, and clear photos showing the full item and the affected area.

We will review the evidence and submit an eligible claim to Printful. When the claim is approved, we will provide a replacement or refund. You do not need to mail the product anywhere unless we specifically instruct you to do so.

Legal rights

Nothing in this policy limits consumer rights that cannot legally be waived. Where local law provides additional cancellation, return, repair, replacement, or refund rights, those rights apply.

Changes and cancellations

Contact us immediately if you need to correct an address or request a cancellation. We can only make changes while the Printful order remains an editable draft. Once production begins, cancellation and product changes are not guaranteed.

How to report a problem

1. Reply to the confirmation email for the affected order.
2. Describe what happened and identify the affected item.
3. For quality or fulfillment mistakes, attach clear photos of the full item and issue.
4. Keep the product and packaging until we confirm the next step.

Important deadlines

• Damage, defects, misprints, and wrong items: within 30 days of delivery.
• Packages lost in transit: within 30 days of the estimated delivery date.
• Returned-to-sender packages: contact us as soon as we notify you.

Contact

Reply to your order confirmation or email support@shop.monstersandmemories.com. Include the order number shown in your confirmation email so we can find the correct purchase quickly. Please do not send an item to a Printful facility or another address without contacting us first.